Sometimes we're having some issues where the caller lands into the queue instead of going directly to the extensions, so we're getting a missed call or there might be an issue with IP address level or something. That'll be honest. There are some concerns with respect to that type of integration. Aside from that, the reporting is great. It's a big-time limitation that we see today. We have contracted out to another partner of 3CX to start working on a separate instance of reporting because it is not that flexible. 

The partner that we are working with has quite a bit of experience in 3CX, so we don't have many pain points. Reporting and integration are the main challenges, which are at the mid-level or in the enterprise depending on the system that we choose. We have got three or four systems running 3CX and they are connected through a bridge. That's where integration becomes a challenge. 

3CX has some other limitations. One of our teams totally stopped using 3CX because couldn't use it to capture the recordings of the conversations they were having with the client and also sync images on HubSpot CRM. 3CX native integration does not make it possible for us to restrict the HubSpot integration to a specific group of extensions. It can only be applied to the entire PBX or it is not applicable at all. On their own, they found another PBX system on the HubSpot marketplace that had native integration with HubSpot and just started using it. That particular system has fewer capabilities than 3CX, but then it has a very nice contemporary interface and it's extremely user-friendly. Also, 3CX no longer offers APIs. In absence of APIs, we can't do a lot of the things we would want to. For example, updating contacts is a limitation for us. 

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The solution's features for scheduling and generating reports need improvement. It fails to provide updated data. We have to connect with third-party tools for reports costing us additional expenses.

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Message management in 3CX Live Chat is a little tricky. You can transfer a conversation to someone else if it comes into a group, but it isn't always easy to return the conversation to the group. It's easy to transfer the chat to another individual, but if you need to get it back out to the group because it's something that everyone needs to see, then that part isn't as easy as it should be.

The messages go into a queue, and the first person to respond becomes the owner of the message. But sometimes, we need to get that message back out into the queue, and there's no good way to do that. So, that's one software upgrade that I would like to see. In the next implementation, they should make it a little easier to manage the messages.

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In 3CX, customization is not as easy as I would like. With 3CX Call Flow Designer, you can set up the flow of a call, deliver it to the department, and automate the process. I can't do many things with this. It could be easier. I would also like to add an SMS feature. Lots of other Brazilian network operators are integrating SMS into their systems. The failover doesn't work as it should either. I expect it to work automatically, but it doesn't. I have to do the same over again myself. This is something worrying about 3CX.

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3CX Live Chat could improve by being more customizable. There should be more skinning options for the appearance of the solution when we embed it onto a website. This would allow us to make it look more like part of our solution, rather than a third-party application. 

In an upcoming release, the solution could benefit by having a multiple chat view for a manager or administrators to allow them to see all the chats that were going on. This would give them an idea of the capacity and availability because this is one area it is not easy to see.

The switchboard and the wallboard give a brilliant overview, but they do not take into account chats. I have not found a way to do it. You might have a scenario where you have six agents on chat, and two on the phone, you would not necessarily see that those agents were on a chat at a glance.

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Support for more desktop phones as a standard would be helpful. They are heavy on Yealink phones and when moving from legacy systems we find it a bit cumbersome to add those phones on to 3CX and then auto-provisioning becomes quite a task

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You cannot make a group call on 3CX. That feature would make my life easier because I could talk to two suppliers or a supplier and management together. I wouldn't need to end the call and call another person. 

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There are a lot of quality of life things that could be improved. When adding extensions, you need to use the extension import setting, you can't just use an import function to update extensions. You have to delete and recreate the extension, which can have all kinds of unintended consequences.

The willingness of customer support to help with issues varies, they seem to have a narrowly defined window of support. 

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Would be great to see the ability to break office hours down beyond single days.  For example, we have clients that have standing meetings on Monday from 11:00a to 12:00p.

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The analytics need to have a granular depth on how the customer details and the data sends information through this medium. That manual data needs to be analyzed and that analyzation should be there in the solution.

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It actually has some stability problems. It actually lags and sometimes doesn't load. Maybe the system has need to be improved, and maybe a new version for updates or something needs to happen.

Having a video call would be a nice idea. Also, they could offer some more options in terms of text messages to give it more options beyond just phone calls.

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Major changes between versions cause features to move in the tree. The major releases come before any significant minor releases, causing you to upgrade and relearn. They went from version 12 to 15 so quickly that if you do not upgrade, you lose support. During one upgrade, we lost conferencing that took several months to add back in the new version. Also, with the 3CX website, when you use Google, it displays results without letting you know which version it applies to. There is nothing more frustrating then trying to find a solution and finding out the article is not for the version you are using. I wish they would catalog their knowledge base better.

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3CX Live Chat could improve by having better integration with other solutions because we had multiple calls in which information was not extracted correctly. We had to modify their names, and some other data needed to be sorted out for a better understanding of the calls. Additionally, there were phone number conflicts where there were two numbers that were the same, we had to manually assign them correctly.

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It needs the option for the CS rep to stop recording when a credit card number is recited by the customer.

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There should be an option to save some extensions. Instead of clicking on numbers, you would just click on the extension that you have saved so you can call the colleague or different departments.

In a future release, I would like to see a catalog where you can save some extensions and click on that, so you can post it that way to your colleague instead of looking for the number and then dialing.

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Bring back the multi tenant ability in version 15 and above.

I would like to see a secondary Session Border Controller option at this time, the SBC is a single point of failure.

I would like them to bring back the system Extension View option where you could see the calls and call flow very easily. They did away with this in Version 15. You now have to use the Windows Phone to see this. Which isn’t a terrible thing. However, when you manage a large amount of PBXs, it’s rather cumbersome to have to provision Windows Phone for the client you are currently working with. E.g.: When we setup a call queue, ring group, etc., we test them and to see the extensions ringing is an easy way to determine the success of the setup.

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I need a robust provider who can help me use Live Chat. Unfortunately, I have to move from one provider to another because they don't have enough capabilities to maintain good service.

I want API support to get information through an API and manage it. There is some integration, but it works by using a URL in another platform, and that's it. For example, I would like to get the lock list of calls from an API. That could be a good idea.

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There's always some room for improvement, but with at least one new version per year and regular service packs, issues are fixed quite fast and new possibilities are added for free.

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We would like to see continued improvements in the 3CX phone mobile apps, such as allowing for deletion of multiple voicemails, shared parking control, and disabling softphone mode. We would also like to see voicemail deletions sync between Exchange mailboxes and 3CX. Lastly, I'd like to see voicemail to text transcription.

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There's some complexity in interfacing with external devices.

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For firewall: Its advice is to disable the firewall to allow voice to pass through the network, but there are instants when you don't disable the firewall for security reasons that NAC port comes in.

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Some customers want to integrate a CRM solution with 3CX, but it's not compatible.

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Support. They have global offices and it would really make a huge difference if they were 24/7. Just as much as it is also a benefit that you don’t have to rely on a ‘black box’ solution and have the flexibility of different products to mix and match your solution, it’s also a downfall that you have multiple product vendors to put together the entire solution. It means you’re engaging with all the vendors and jumping from one, to the next, in order to fully troubleshoot your system.

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I have a few things on my wish list however you have to keep in mind they are all advanced features.

The biggest one is the Hosted version. The current solution requires different ports for each instance and is not allowing for SIP trunk sharing between them. This is an area of the PBX that is very important to us who use it to provide hosted VoIP.

Another area of improvement could be the Call Center functionality. It is getting better after each version. Just got a new Wallboard.

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More granular management of call recording is needed. Also, the option to set to record all calls on the system with an option to opt an extension out rather than the current method where you have to select each extension individually.

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Specifically in version 16, we had some issues with call parking. It was not easy to add or remove the users to a parking group in a simple way. We would need to change the users of the parking group, which is somewhat hard.

Once we establish the system and do the initial configuration, some configurations will be fixed. However, if we need to change those configurations, the option is to do a reinstallation. Otherwise, we cannot do anything.

We would need the support team to do the reinstallation manually and perform system changes as well. So, if there are missed configurations during the initial steps, then to resolve that we need to reinstall the system or contact 3CX support. The support would be based on system agreements between the company and 3CX.

The 3CX system has an auto-provisioning system for desk phones, but there are a limited set of models that are supported. It is very easy to configure IP phones, but the supported systems are somewhat low. Yealink phones are supported, but some other brands are not supported.

I would like them to include other models or other vendor's phones to work with the auto-provisioning mode. Otherwise, if that model does not support auto-provisioning, we would need to configure that phone manually. However, if it's auto-provisioning, we could just use the URL, and that will reset the phone, and it will configure it by itself.

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Features in 3CX can be used programmatically as well using call control APIs. As such, I cannot pinpoint a particular area.

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We have asked for various improvements to complete some of our customers' requirements, like a robo-dialer, and the integration of a Voice Application Designer within the professional editions of 3CX. We have been informed that they are being prepared in upcoming releases of the system.

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The outbound call reporting and wall board could be improved for the outbound call centers functions.

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3CX should combine the basic version and the enterprise version so that there is only one standard version instead of two.

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It would be great if the web meeting functionality could be extended to enable users to call standards-based video conferencing systems. The ability for a user to dial a room based video conferencing system (I.e. Polycom, Cisco, Avaya Scopia,etc.) from the 3CX webmeeting application would be a useful improvement.

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To be able to deploy 3CX from current on-premise configuration to the Azure cloud together with the whole set up, i.e., a virtual gateway to manage ISDN lines, not just the software itself but all the necessary requirements to make it work.

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The overall product is really good however I feel that it mostly falls short on the implementation side. That could however be due to internal skillsets and/or the service partner that we have used in the past. We also had a challenge with the web video functionality where this is only supported on a certain Server OS which differs to the OS we usually use for these deployments.

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They need to expand and update the reporting capabilities which I believe they are working on for future releases.

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No issues with the solution, except its services require a business model change. 

The same small consultants they evolved/grew with are no longer a priority. It's now a sales game, and they are strong-arming the small guys to grow and sell their product. If you don't, then you're left in the cold. This is bad thing for them and my customers prefer the total service that I provide to them. Eventually, my customers will move away from 3CX and move to another trusted adviser who provides more than just a phone system administration.

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iPhone users found it difficult to use the mobile application when working offsite. Aside from that, it was a breeze.

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It could be better in terms of providing more options for call recording.

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The video call capabilities between endpoints/extension on the LAN -- instead of the traffic routing via 3CX data center in the cloud.

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It would be nice if the Chat feature also allowed us to transfer files.  We'd like to have the ability to manage calls (transfer, see call list) from the android client.   Once we started to use the 3CXPhone application on our computers, it became a much missed feature when using a tablet.

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There's always room for improvement and 3CX is always improving the system. One specific feature I would like, would be to have the option of using a music stream for the customers when they are on-hold.

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I would like to see is for the status to have a “time in status” field so people can see how long someone has been in that particular status.

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They need to embed a help or chat feature.

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Once activate the failover, the passive server will stop 2CX services and will start monitoring the Active server. When a failover occurs and the active server cannot be reached for any reason, the passive will run the failover script and take over pbx operation. That it is full automatic process. View full review »

Not really much to dislike. the product is solid but you do need to keep your windows server updated.

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It needs a better training and certification process.

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The Android and iPhone clients are great options but don't always work perfectly, even on wifi. There should be an option to only ring mobile client on direct calls - not ring group or queue calls.

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It would be really good to have an expanded range of VoIP handset hardware to include more Cisco phones. We would like the ability to be "STUN provisioned".

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Bluetooth audio support for 3CX IOS app is needed.

Update!! This is working now! 

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There are a handful of simple features – BLF to handle parking orbits / etc. Handling of custom SIP headers. The issue with custom SIP headers caused a problem with Twilio and receiving caller ID, but 3CX doesn’t list them as a supported vendor so my bad.

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The call logs/reporting functions need some improvement and are still very basic. However, they will do fine for most smaller companies that don’t need in depth management reports for a small PBX system. On a much larger scale, more reporting options are required.

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It is not supported by Linux versions. One using this software has to stick to Windows, Which can be a bit of a thing of concern for a some Administrators. For Linux, one has to switch back to other products. This product is also not open source, which is not much appreciated by the guys like me, who love experimenting with the codes of any product they receive.

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